Freshservice

Pros: The product is fairly versatile, reasonably user friendly. Ticket management is well done. Workflows are good, have great functionality.

Cons: Malfunctioning features, outdated documentation, unclear access to specific items. There's this issue I keep running into where I try to modify a form and it rejects the modification. I'll delete a field for example, and replace it with a different field, but it won't save cause it ignores the delete and remembers the name, so it refuses over duplicate.

Pros: I love their support. it is so easy to get in touch and get the help you need when you need it. They walk you through the steps to fix problems and find you solutions,

Cons: There are not any cons for our use case of Freshservice. It is our IT ticketing system and automation support ticketing system, if we want it to do something it is low code to automate it or easy to call and get a walk through for it.

Pros: Freshservice does a great job bringing many tools into one platform. The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows. Reporting has also been a standout feature, allowing us to create meaningful dashboards and track data effectively. We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems. The ability to brand the platform to match our organization has been a nice touch as well.

Cons: Because Freshservice offers so many modules and features, we’ve experienced a fair amount of bugs and slower development timelines for improvements and fixes. Some features feel more polished than others. The project management module, while helpful to have included, can feel clunky and less intuitive compared to dedicated project management tools. We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption.

Pros: Easy to use, even for the more complicated functions we setup in our subscriptions it wasn't long before we went from request to solution. Support with the product is exceptional.

Cons: Certain 3rd party connectors (Workday) are cost prohibitive to adopt. The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations.

Pros: User friendly from IT perspective in terms of configuring the instance and also very ease of use Self Service portal for our end users.

Cons: Timeframe to get some feature/product enhancements implemented. Not much of other cons to mention currently.

Pros: Freshservice comes with a wide range of features including IT management, change management, and incident management. It helps teams handle all these processes seamlessly in one platform, making operations much more efficient and organized.

Cons: One area where Freshservice could improve is in AI-driven advancements and smarter automation capabilities. At times, finding specific features and navigating across different options can also feel a bit challenging due to the extensive functionality available within the platform.

Pros: Freshservice is an excellent tool for managing internal IT tickets. We used it extensively across teams, and it’s been a real lifesaver with its wide range of features, automation capabilities, and smooth ticket management experience.

Cons: Freshservice offers a wide range of features and capabilities, which is great for scaling teams. However, with so many options available, onboarding and getting familiar with the platform can sometimes feel a bit complex, especially when it comes to navigation and discovering the right functionalities.

Pros: Freshservice always innovate their ITSM core solution offering. Their Freddy AI offering is helping agents in analysing the long jumbled queries/issues reported by requesters. The out-of-box capabilities of Frshservice such as Orchestration, workflows are much loved by everyone, they are easy to understand and make use of. Not only the IT team, but Business teams such as ‘People & Culture’, ‘Payroll’ adore the workflows. Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible to the selected teams.

Cons: Nothing at all. Freshservice has a robust roadmap, they take non-attended features in the product future roadmap and do update their clients when the feature is rolled out. Nothing to dislike about Freshservice

Pros: What I like most about Freshservice is that it is easy to use and well organized. It helps manage IT tickets and requests in a clear way, so nothing gets lost. The interface is simple and easy to understand, even for new users.

Cons: What I like least is that some advanced features are only available in higher-priced plans. It can also feel a bit limited for very complex workflows or large companies.

Pros: Prompt and friendly customer service. Get a wide range of functionality and services in a single license without having to constantly be triggered to buy add-ons. My service team is engaged and constantly bringing forward ideas and solutions to help improve my organization and the use of the product. In addition the user interface is straight-forward and easy to pickup for administration of the environment. Prior to my current role I had not used or been aware of Freshservice and it was easy to pickup and begin being productive in from day 1.

Cons: The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role. I've struggled a bit in getting the reporting just right for what I'm looking for. I generally like to do things on my own, and there was some frustrations in being able to get what I needed. However, on the flip side of that I was able to reach out to my account team and they helped build out what I was looking for quickly.

Pros: Being able to have tickets, inventory, agents, and requesters all in one place. The workflow automators.

Cons: "Easy" features not being available. No clear indication on feature requests. Some aspects can limit what I can do more than I think they should.

Pros: The software is easy to use and implement. For my part as implementor it was easy to learn and am happy to have it in my knowledge base.

Cons: The field number limitations. Often time as an example I need more than 10 paragraph fields in a Service Item. It would be nice to not have to be concerned about field limits.

Pros: What I liked most about Freshservice was how intuitive and user-friendly the platform is for both IT teams and end users. The clean interface, powerful automation features, and easy ticket management made daily operations much more efficient. I also appreciated the strong asset management capabilities and how seamlessly Freshservice integrates with other business tools. The reporting and workflow customization options helped improve response times and overall service quality, while the cloud-based setup made deployment and management simple. Overall, Freshservice provided an excellent balance of functionality, reliability, and ease of use.

Cons: One aspect I liked least about Freshservice was that some advanced features and customizations can take time to fully learn and configure, especially for larger environments with more complex workflows. Certain reporting options and automation rules could also be more flexible without requiring additional setup. In some cases, pricing for higher-tier features and add-ons may become costly as organizations grow. However, these were relatively minor compared to the overall value and functionality the platform provides.

Pros: Freshservice is user-friendly and makes managing tickets, requests, and IT support tasks very organized and efficient. The interface is clean, easy to navigate, and helps improve response times.

Cons: Some advanced customization options could be more flexible, but overall the platform works smoothly and is easy to learn.

Pros: Freshservice offers a clean and intuitive user interface, making it easy to navigate even for first-time users. The ticket management system is highly efficient, with automation features that reduce manual effort and improve response times. Customization options are flexible, allowing teams to tailor workflows according to their needs. Customer support is responsive and helpful, which adds to the overall reliability of the platform. It also provides good value for money considering the range of features offered.

Cons: Some advanced features and customizations can be complex to set up initially and may require a learning curve. Pricing can increase significantly as you scale or add more features. Reporting and analytics, while useful, could be more detailed and customizable.

Pros: What I liked most about Freshservice is its intuitive and clean interface, which makes it easy to manage tickets without a steep learning curve. The automation capabilities (like workflow automator and ticket routing) significantly reduce manual effort and improve response time.

Cons: What I liked least about Freshservice is that some advanced customization options are limited compared to more enterprise-heavy ITSM tools. For complex workflows or highly specific business rules, you may eventually hit constraints in the built-in configuration options.

Pros: Easy to understand and guide the each user's. They can raise ticket also very easy on mobile app or email so good!.

Cons: For now nothing is there. for basic license they have removed some features can be also added would be good.

Pros: Freshservice offers an intuitive and user-friendly interface that makes ticket management simple and efficient. It helps streamline IT support operations with automation, customizable workflows, and SLA management.

Cons: Some advanced customizations and integrations can be complex to configure initially. Pricing may be higher for smaller organizations when additional features are required. Reporting customization could be improved further, and occasional minor delays may occur with large data loads.

Pros: Over all product is very good and we are using this Freshdesk portal across five years and the we have 600+ Employees we are managed on this portal for service desk we are personally recommended to other sister company for customer support and ticket management

Cons: this product cons are not so much but this product is easy to use for technical team and non technical are not using without IT guidance

Pros: Love how this app helps bridge the gap between all office users and IT staff. We can have an application that can streamline the communication between the two.

Cons: IT sometimes does not see the request that has been initiated in the program it self. Not sure if this is a server issues.

Pros: We Used in our company freshservice the product is team collaboration and we manage easly ticket management and we costimiz the roles and flow it will very help and good services we giving customer support to clients and clients are also happy to use ticket system

Cons: as per the comparative the product services are more expensive to others and more ticketing portal is now complicated to use but it is usefull for client.

Pros: Freshservice stands out for its very intuitive UI and well-thought-out UX, making it easy to navigate even for new users. The platform keeps complexity low while still offering powerful features, which helps teams adopt it quickly. Overall, it simplifies service management without overwhelming users, improving efficiency and usability.

Cons: Advanced customization options can feel limited for more complex or highly specific workflow requirements.

Pros: ITIL foundation, onboarding workflows, and asset management were a breeze to use and not much effort required.

Cons: Reporting is complicated and the out of the box reports aren't very good. Other than the reporting the tool is pretty good.